Specialist, Contact Center Lead
Manulife — Myanmar, Kantharyar OfficeTower
Posted 2026-10-21
The Contact Center Team Leader oversees daily inbound and outbound contact center operations to ensure consistent, high-quality customer service. This role leads and coaches team members, monitors service and performance standards, manages escalations, and works with relevant departments to improve processes and customer experience. Position Responsibilities: Lead and oversee the day-to-day operation of the contact center, including inbound and outbound activities, to ensure efficient service delivery. Monitor call volumes, staffing, queues, and workloads; allocate resources and adjust schedules to maintain agreed service-level agreements and response targets. Track individual and team performance against key performance indicators, including service level, response time, quality, productivity, attendance, and customer satisfaction. Provide regular coaching, feedback, and on-the-job support to improve team capability, engagement, and performance. Conduct call monitoring and quality reviews to ensure compliance with approved scripts, procedures, service standards, and regulatory requirements. Handle escalated customer inquiries and complaints professionally, coordinate timely resolu